Page 79 - Effective Communication Skills by Dalton Kehoe

In dif¿cult moments, the power of both the descriptive I-message and the
adult voice can help clarify the issues and keep everyone engaged until
a solution is found. Another workplace communication skill is cross-
management. This form of dialogue talk allows employees to speak across
differences in work roles or technical specialization. It keeps people

connected and listening while it inÀuences them to change.

Cross-management focuses on how to cope when ¿rms reorganize the
workplace around cross-functional teams. Most managers now accept
that improving work processes requires a team of people representing
different aspects of the process
to be brought together to suggest

Employees were most improvements and reÀect on how
enthusiastic when they could any improvements will affect them.
work collaboratively with

The dif¿culty is that even
others in a workplace free of though they work for the same
threat and suspicion. organization, everyone carries
around stereotypical schema of
other specialties or departments in
their heads. It’s hard to get people from different specializations to talk to
each other openly and as equals—and even harder to get them to actually
listen to each other.

Employees have to overcome these differences to get anything done. They
overcome these differences by being reminded that the company’s mission,
vision, values, ideals, and bottom-line success are what brings them
all together. Ŷ

Exercises

1. If you are in a customer service position, try these tips for using
assertive dialogue talk to provide high-quality customer service and deal

with dif¿cult customers. Think a thought (e.g., “This person is upset.
This is not about me. I will not take the bait.”); take a deep breath; and
keep a positive/neutral face. Use these tips to stay in dialogue mode:
Listen actively, give the customer your undivided attention, and provide

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